Beyond ROI: The Many Ways CX Creates Value

Your CX initiatives create more value than you think

How can you recognize and make visible the value created by your customer experience initiatives? Beyond satisfaction and financial return on investment, CX can generate benefits for customers, employees, the organization, and society.

In this webinar, Stéphanie Ouellet, resident researcher at Interface&co and doctoral candidate in management at the University of Sherbrooke, presents the initial insights from her research work. Catherine Gauthier, CCXP, co-founder of Interface&co, enriches the discussion with concrete examples drawn from supporting organizations.

Discover different forms of value, ideas for linking them to relevant indicators, and advice on better communicating the impact of your initiatives to your leadership team.

A conversation to broaden your view of CX value and begin measuring it.

Interested in taking part in Stéphanie’s research? Discover her project here: https://www.interfaceco.ca/recherche-cxm

A resource to better engage your stakeholders

Mentioned during the webinar, the stakeholder empathy map helps you better understand the priorities, concerns, and goals of the people you want to engage. Use it to adapt your message and show how your CX initiatives contribute to what matters to them.

Download the stakeholder empathy map: https://www.interfaceco.ca/outils/carte-empathie-dirigeant